log inhelp

View
 

Troubleshooting-Contact Support

  1. Syncplicity version number
  2. Send Syncplicity your tracelog window
  3. Send Syncplicity your entire tracelog file
  4. Report Google Docs syncing issues
  5. Reauthenticate your Syncplicity client
  6. Send Syncplicity a screenshot
  7. Restoration

 

Syncplicity version number

Sending the Syncplicity version number helps support troubleshoot an issue quickly and helps support identify if a user is working with the most updated version of Syncplicity.

  1. Right click on the Syncplicity tray icon and select Detailed Status from the menu.
  2. Select the Configure Syncplicity command.
  3. Click on the small blue circle with the question mark in it. (it's in the upper right hand corner).
  4. You will see a pop up box displaying the version number of your software. We are only concerned with the first 6 digits.

 

Syncplicity is currently up to version 2.0.3854. Click here to download the most recent version of Syncplicity.

 

Send Syncplicity your tracelog window

Sending support your tracelog allows for more in-depth troubleshooting.

  1. To view the trace log hold down CTRL and click on the Syncplicity tray icon.
  2. Click anywhere inside the trace log window to place the cursor.
  3. CTRL+A to select the entire log.
  4. CTRL+C to copy to the clipboard.
  5. Paste the content into the body of your support email.

 

Send Syncplicity your entire tracelog file

In some instances, the tracelog window will not provide Syncplicity support with enough information to troubleshoot those issues. In that case, Syncplicity support will ask you to send your tracelog file:

  1. Shut down Syncplicity by clicking on your Syncplicity icon in the system tray
  2. Open Windows Explorer
  3. Navigate to the file:
    1. Windows XP: C:\Documents and Settings\<username>\Local Settings\Temp\. Replace <username> with your Windows login name
    2. Windows Vista: C:\Users\<username>\AppData\Local\Temp\. Replace <username> with your Windows login name
    3. Windows 7: Click "Start" then type %TEMP% into the search box.
  4. Find a file called Syncplicity.log, right click on it, click Send To, click Compressed (zipped) folder. This file may also appear as just "Syncplicity" if file extensions are hidden.
  5. Email Syncplicity Support the newly created file -- it should be called Syncplicity.zip

 

Report Google Docs syncing issues

Help us troubleshoot your Google Docs syncing issues by filling out the Google Docs Troubleshooting form.

 

Reauthenticate your Syncplicity client

If you already have the software installed you can reset the client by doing the following:

  1. Hold down the Control and Shift key at the same time and click the Syncplicity icon in the system tray.
  2. A dialog pops up asking you if you are sure you want to reset your account. Click Yes. This clears the configuration of the Syncplicity software.
  3. Restart the client from the program menu and enter your email, password and a new computer name.

 

Send Syncplicity a screenshot

  1. Press the Print Screen key on your keyboard to take a screenshot and send an image of your screen to Windows' Clipboard.
  2. Open MS Paint and go to Edit -> Paste.  You should now see your screenshot displayed within MS Paint.  Then, save the screenshot as a PNG file (.png).
  3. Send the .png screenshot to the Syncplicity team as an email attachment

 

Restoration

Before contacting Syncplicity Support, check the contents of your Recycling Bin at my.syncplicity.com to restore files. If you need to get in touch with Syncplicity support about restoration of content, please fill out a Restoration Request form.

Printable version